Quality Analyst
- Cognizant
- 3 - 8 years
- Bengaluru
- 8 months ago
- Email to a friend
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Job Description
Quality Analyst LMS Support (Ads Email)
Role Overview:
The Quality Analyst will evaluate consultant interactions to ensure high standards in handling LMS advertiser queries. The role focuses on enhancing customer experience, identifying process gaps, and supporting quality improvement initiatives.
- Key Responsibilities:
- Evaluate and audit emails and chat responses based on pre-defined quality parameters.
- Analyze trends in quality scores and identify coaching and training needs.
- Collaborate with trainers and team leads to develop action plans for performance improvement.
- Provide detailed feedback and conduct calibration sessions with consultants and leads.
- Monitor adherence to SOPs, communication etiquette, troubleshooting accuracy, and product knowledge.
- Identify recurring errors and recommend process changes to reduce quality issues.
- Participate in process improvement and product readiness initiatives.
- Required Skills & Qualifications:
- 3-5 years of experience in a QA role, preferably in customer support or digital advertisers support.
- Detail-oriented with strong analytical and documentation skills.
- Strong communication and feedback delivery skills.
- Experience in quality monitoring tools and CRM platforms.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Bengaluru
Keyskills: Customer Support Call Audit Chat Support
Cognizant
Morningstar, Inc. is a leading provider of independent investment insights in North America, Europe, Australia, and Asia. The Company offers an extensive line of products and solutions that serve a wide range of market participants, including individual and institutional investors in public and priv...
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